DELIVERY POLICY

AUSTRALIAN SHIPPING
Orders are processed in AUD
All orders are dispatched within 3-5 business days.

Please Note: We have a minimum order threshold of a $30.00 AUD

There are currently major delays with Aus Post. We can not guarantee when your parcel will arrive.
You can track your order using your tracking number we email you here: https://auspost.com.au/mypost/track/#/search 
 
SHIPPING DELAYS
Claire and Charles make every effort to ensure that product(s) ordered and paid for are dispatched within 3-5 business days. During busy sale periods orders may require additional days to be processed before they are shipped.
If you have any concerns or questions regarding your order please contact us through the contact form.
 
ORDER CANCELLATIONS
If your order has been dispatched and/or a tracking number allocated, unfortunately we are unable to cancel your order.
Prior to finalising your order, kindly verify the accuracy of your billing and shipping address details. If there are any changes needed to your address or delivery instructions, please promptly communicate them to Claire and Charles within 12 hours of placing your order (does not apply if already dispatched). It is crucial to ensure the correctness of your billing and shipping information before submitting your order.
 
AUTHORITY TO LEAVE/NON DELIVERY/MISSING PARCELS/WRONG ADDRESS SUPPLIED BY CUSTOMER
All of our parcels are automatically - Authority to Leave, Claire and Charles assumes no liability or responsibility for the parcel once it has been delivered to address given (verified through the tracking number provided by the Postal Carrier, a photo of delivery, or GPS coordinates) to your specified address. 

In cases of non-delivery or missing parcels, we recommend initiating an investigation with the postal carrier, who will inquire into the location of the parcel. We are unable to lodge an inquiry for you.
 
UNCLAIMED PARCELS

If an order is returned due to:

• Incorrect address,

• Failure to collect from a post office, or your listed address

• Other customer-related reasons

You will be charged additional shipping fees to resend the order. If a refund is requested, it will exclude any shipping costs (even if free shipping was initially applied) and a restocking fee of (15% of order value). If the order is returned to us, we will contact you using the email provided at checkout. If no response is received within 7 days, a refund will be processed minus applicable fees mentioned above.
 
SHIPPING TERMS & CONDITIONS
Claire and Charles cannot assume responsibility for delays in delivery caused by unforeseen circumstances, including but not limited to natural disasters, epidemics, lockdowns, delivery company strikes, postal service delays, Customs handling times, and other events beyond our control. Please note that timeframes provided are approximate, and delivery times are estimations that may vary based on factors such as your location, distance from metropolitan areas, high-sales periods, natural disasters, pandemics, shipping courier delays, credit card verification processes, customs holds, and any other delays beyond our influence.

RETURNS POLICY

We are committed to delivering high-quality products that meet your expectations. We take pride in our craftsmanship and aim for your complete satisfaction. To maintain the integrity of our products and ensure the best possible experience for our customers, we have established the following return policy:

1. Returns Due to Faulty Products: If your order arrives damaged, contact our Customer Support Team at info@claireandcharles.com.au within 14 days of delivery. Include your order number and photos of the damage for prompt resolution.

Product/s must have been purchased from www.claireandcharles.com.au online.

No Returns or Refunds for Damage Post-Delivery: We do not accept returns or provide refunds for any damage caused to the product once it has been delivered. Please handle and store the product with care to ensure its quality is maintained.

No Returns or Refunds for Personal Preferences: We do not accept returns or provide refunds based on personal taste/smell/ texture/colour preferences. We encourage our customers to thoroughly review product descriptions. 

No Returns or Refunds for Allergies: It is the responsibility of the customer to check the ingredients for any potential allergens before making a purchase. We do not accept returns or provide refunds for products due to allergic reactions.

Returns for Other Reasons:
We do not accept returns for reasons other than a faulty product. We also do not accept products that have been opened, used or compromised in any way. Please carefully review your order before completing your purchase to ensure it meets your requirements.

3. Contacting Customer Service:

For any concerns related to faulty products, contact our customer service team through our contact form.
Our team will respond promptly, providing instructions for the return process if applicable.

4. Return Process:
If your return is approved, we will provide you with instructions on how to return the faulty product.
Please securely package the item and return it to the provided address.
Once we receive the returned item, our team will inspect it to verify the reported fault.
If the fault is confirmed, we will initiate a replacement or issue a refund, as per your preference.

5. Shipping Costs:
Shipping costs for returning a faulty item will be covered by Claire + Charles if approved prior to sending.

Please follow our customer service team's instructions for return shipping.
Thank you for choosing Claire and Charles. We appreciate your understanding of our return policy, which is designed to maintain the quality and excellence of our matcha products. If you have any questions or concerns, please don't hesitate to contact our customer service team.